Southwest Airlines implements new fees and policies amidst customer backlash

In recent months, Southwest Airlines has undergone significant changes in its operational framework, particularly regarding its pricing and seating policies. The airline's CEO, Bob Jordan, characterized the introduction of new bag fees and assigned seating as a move towards offering customers 'more choice.' Traditionally, Southwest had a strong reputation for simplicity, allowing two free checked bags and an open-seating policy that attracted a loyal customer base. However, the recent changes are seen as a shift in priorities from customer experience to profit, causing dissatisfaction among long-time customers who feel betrayed.